Senior Receptionist

North Bristol NHS Trust; Bristol; On-site; GBP 20,000 - 26,000; Full time

Job summary

A leading healthcare provider in Bristol is seeking a dedicated Senior Receptionist to enhance administrative services within their outpatient department. Candidates should possess strong communication skills and experience in customer service, along with a high standard of IT literacy. The role involves overseeing daily reception duties, supporting the team, and ensuring smooth patient interactions in a vibrant healthcare environment.

Qualifications

• GCSE qualifications in English and Mathematics required.
• Proficient in IT and data input.
• Customer service experience essential.

Responsibilities

• Supervise and support the Reception Team.
• Welcome patients and manage queries efficiently.
• Ensure confidentiality of patient information.

Skills

Communication Skills

Customer Service

Education

GCSE in English Language and Mathematics

Tools

IT Skills

Job description

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Please note that if you apply for a position with North Bristol NHS Trust, you may be contacted via TRAC or via email. This includes invites for job interviews. We therefore recommend that you regularly check your TRAC Account and email accounts including junk and spam folders.

Our job adverts may close as soon as sufficient applications have been received. Considering this, if you are interested in this role, please do apply as soon as you can.

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Job Overview

Centralised Outpatient Services at North Bristol NHS Trust are seeking a hard-working and enthusiastic Senior Receptionist to help support the delivery of high-quality reception and administrative services.

Main duties of the job

The post holder will need to have well-developed communication skills (spoken and written), and able to deal with escalated issues in a professional, calm and friendly manner. The Senior Receptionist will be/become a local expert in outpatient processes and procedures, rota cover, and the hospital IT CareFlow system.

Working for our organisation

North Bristol NHS Trust employs over 12,000 staff providing healthcare to the residents of Bristol, South Gloucestershire and North Somerset from our award-winning hospital building at Southmead. We are the regional Major Trauma Centre, and an internationally recognised centre of excellence in a range of services and major specialities. Our vision is that by enabling our teams to be the best that they can be, we will provide exceptional healthcare, personally delivered.

North Bristol NHS Trust values all people as individuals. We aim to be an anti-discriminatory organisation and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all underrepresented groups.

Detailed Job Description And Main Responsibilities

Supervisory Role

• To be fully proficient in the role of the Outpatient Receptionist.
• To provide day-to-day support to the Reception Team, and ensure a high-quality service is being delivered.
• To ensure all reception desks are robustly covered for the service times and that colleagues are opening/unlocking and closing/locking outpatient areas appropriately.
• To arrange cross-cover or step-in if staffing levels fall below required standards.
• To provide support for colleagues where particularly challenging or complex situations arise eg, escalated transport issues.
• To ensure all staff competencies are up to date and training plans completed.
• To provide additional supportive training for colleagues as required.
• To ensure staff are securely storing any workplace equipment at each shift end.
• To take an overview and ensure all daily clinics are outcomed/cashed-up in a timely manner.
• To ensure sufficient hand-over notes on reception desks between shifts.
• To escalate ongoing concerns to the Team Leader/Manager as necessary.
  
  

Reception Role

• To welcome patients, carers and visitors to their outpatient appointments.
• To be polite and friendly, dealing with queries in an efficient and timely manner.
• To ensure patient information is kept confidential and not shared with others.
• To respond to escalated queries from patients and colleagues.
• To maintain a safe environment for patients and staff, raising concerns promptly if there are any safety or wellbeing issues.
• To keep patients informed if the clinics are overrunning.
• To liaise with and alert a clinician in the event of a patient becoming unwell and requiring prompt/immediate attention.
• To oversee patients awaiting transport and liaise with the transport department in relation to patients still waiting.
• To hand over the care of patients awaiting transport at the end of the working day to the appropriate team, i.e., Discharge Lounge or Nurse in Charge.
• To take and action internal calls on the reception desk.
• To assist in quieter times with the packing and posting of letters to patients.
• To follow procedure for patients that do not attend (DNA) their appointment and ensure the necessary actions have been carried out on the day.
  
  

Person specification

education/training

Essential criteria

• GCSE or equivalent qualifications, to include English Language and Mathematics
• IT literate eg, email, word processing, with experience of inputting data into a computer system
• Have an understanding of outpatient processes and/or a fundamental understanding of the NHS.
  
  

Desirable criteria

• Evidence of continued personal professional development
  
  

Work Experience

Essential criteria

• Experience in customer services, Working knowledge of a hospital PAS system, Previous NHS Outpatient and/or clerical experience
  
  

Desirable criteria

• Experience of working as part of a team
  
  

Knowledge/Skills/Abilities

Essential criteria

• Knowledge of outpatient procedures and processes across secondary care, good communication skills(written and verbal),
• Evidence of IT skills including Microsoft Packages and clinical systems
  
  

Desirable criteria

• Able to work flexibly to meet the needs of the service
  
  

If you apply for this vacancy and have not received a communication from North Bristol NHS Trust within three weeks of the closing date, please assume that on this occasion your application has been unsuccessful.

Please note that North Bristol NHS Trust does not reimburse travel expenses relating to interview attendance.

If you feel you meet the requirements of the Disability Act / Two Ticks scheme and require further support/advice, please contact us on tel [phone].

North Bristol NHS Trust are committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.

The successful applicant(s) will normally commence at the minimum of the scale unless they have previous NHS service at the same band. Progression through the scale is by annual increments.

At North Bristol Trust (NBT), we know diverse and inclusive environments lead to happier and healthier teams and improved patient care and outcomes. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are currently underrepresented in NBT’s workforce at Band 8a and above. These include people from Black, Asian and minority ethnic backgrounds, disabled people and LGBTQIA+ people.

Please note that stringent pre-employment checks are undertaken on all successful applicants prior to commencement in post.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Administrative

• Industries

  Hospitals and Health Care

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